Managing Customer-driven Process Improvement Simulation

Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number

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Overview/Description
In today's market, customer satisfaction is imperative to a company's success. As customers become more savvy, they're finding that they have more options and resources of information. Companies are now competing for customers, not just locally, but globally. To make themselves stand out from the crowd, organizations have adopted customer-driven process improvements as standard procedure for raising customer satisfaction and loyalty. You have been charged with heading up a task force to improve customer satisfaction and halt the recent rapid decline in sales of the product Final Finance. To do this, you must go through the lengthy and detailed process that has been outlined in the courses, OPER0121, OPER0122, and OPER0123.

Target Audience
Managers, team leaders, and supervisors within an organization

Expected Duration (hours)
0.5

Lesson Objectives

Managing Customer-driven Process Improvement Simulation

Discovering and refining customers' subjective perceptions into concrete, quantitative terms.

Correctly classifying customer requirements using affinity and tree diagrams.

Applying proper methods to capture the customer's voice.

Calculating quantitative goals from the relationship matrix.

Examining and organizing customer feedback into an organized, central system.

Preparing and asking the right questions for the face-to-face interview.

Demonstrating preparation and neutrality through the interview process to understand what the customer truly wants.

Preparing the rank survey and ensuring efficient feedback.

Eliminating irrelevant data from the customer-driven process and narrowing solutions.

Remaining focused on the customers' needs and complaints.

Identifying and defining the three types of customers.

Refining process mapping of customer-driven process improvements.

Course Number:
OPER0120